Our Client is seeking an experienced Business Analyst to work closely with the CRM team in Noida and collaborate with local teams across global locations. This role is critical in ensuring CRM enhancements deliver measurable improvements in operational efficiency, data quality, and end-user adoption.

Role Overview:

The Business Analyst will act as a bridge between business stakeholders and technical teams, translating business needs into effective CRM solutions while supporting change management, testing, and adoption across the organization.

Key Responsibilities:

Requirements Gathering & Analysis:

- Facilitate workshops and stakeholder interviews to elicit, document, and validate business requirements, use cases, and acceptance criteria

- Process Design & Optimization

- Map current sales, marketing, and support processes

- Identify gaps and inefficiencies and recommend optimized, CRM-enabled workflows

Functional Specifications & User Stories:

- Develop clear functional specifications and user stories, ensuring traceability from requirements through delivery

- Work closely with development and configuration teams in an Agile/Scrum environment

Stakeholder & Change Management:

- Serve as the primary liaison between end users, business sponsors, and IT teams

- Manage expectations, drive user adoption, and support training and change initiatives

Testing & Validation:

- Create test plans and coordinate User Acceptance Testing (UAT)

- Track defects, validate fixes, and ensure alignment with acceptance criteria

Reporting & Documentation:

- Maintain comprehensive documentation in Confluence or similar knowledge management systems

- Produce process documentation, configuration guides, and release notes

Qualifications:

- Master's or Bachelor's degree in Business, Information Systems, Engineering, or a related field

- 4+ years of experience as a Business Analyst supporting CRM implementations (Zoho CRM preferred)

- Strong understanding of CRM processes across sales, marketing, and customer service

- Proven experience writing functional specifications and user stories in Agile environments

- Hands-on experience coordinating UAT and managing defects

- Familiarity with BI and reporting tools such as Zoho Analytics, Tableau, or Power BI

Key Skills & Competencies:

- Strong analytical and problem-solving abilities with a data-driven mindset

- Excellent verbal and written communication skills, able to translate technical concepts into business language

- Experience facilitating workshops and cross-functional discussions

- High attention to detail in documenting requirements, process flows, and test cases

- Collaborative, team-oriented approach with experience working in global, multicultural environments

- Proficiency with CRM platforms, JIRA/Confluence, and process mapping tools (Visio, Draw.io)

- Adaptability to changing priorities with strong planning, organizational, and workload management skills

- Ability to influence stakeholders and gain alignment across teams

- Cultural awareness and effectiveness in global collaboration

- Willingness to travel as required